Customer Support Specialist (Tier 1)

Support and Customer Success Full role brief

Be the first human touchpoint for MakePay merchants and payers.

This role owns frontline support for merchants and payers using MakePay payment links, checkout flows, and account tools. You will keep responses calm, accurate, and practical while helping the team spot the recurring questions that should become better product guidance.

• Resolve common merchant and payer questions quickly so support feels dependable from day one.
• Reduce confusion around checkout status, payment links, basic account setup, and next steps.
• Turn repeated support patterns into clearer macros, help-center content, and product feedback.

What you will own

• Handle incoming tickets, chats, and email cases with clear triage, ownership, and follow-through.
• Guide merchants and payers through payment status questions, checkout basics, account access, and simple configuration issues.
• E...